Assistant Director Guest Experience

The Assistant Director of Guest Experience (retail and board) directs a portfolio of leaders, foodservice units, and management teams by planning strategies and consistent implementation. This role is a leader of leaders, developing diverse teams that know their business, the market and their guests. Similar roles in other organizations would be an on-site District Manager.
Oversees work of staff to ensure work outcomes are in alignment with the strategies of the department and/or unit. May have a portion of time spent performing the individual tasks related to the department, however, supervisory activities must be a primary job function.
Salary Range: $63,413 - $90,000 depending on qualifications
General Description
Develops extraordinary Dining Services managers, creates great customer experiences, impacts growth across UMD Dining Services and embraces the University community. Grows and develops a diverse portfolio of established successful units and new emerging concepts: develops encompassing strategies to achieve each unit's financial, operational and customer-service goals, while addressing each unit's unique strengths and challenges. This portfolio includes: retail kiosks, two multi-unit food courts, board program. Supports the implementation and development of department programs, drives the execution of strategic initiatives.
Leads a team of leaders: motivate, coach, and strengthen managers as team leaders, retail operators, and business owners. Serves as a resource: provides expertise on key customer issues, team staffing, management, operations, and University/department policies and procedures. Creates and provides continuous training to all food service staff and managers in service, presentation, sanitation & safety, and sustainability. Maintains a high quality food and retail program. Models how we work together: uses leadership style to bring the UMD Dining Services Mission and Vision to life for teams, models collaboration, inclusiveness, confidence in leadership, and teamwork.
This position provides one of the highest levels of service leadership, and has the authority to make key programmatic recommendations. Mentors and coaches multiple direct and indirect reports throughout dining operations. Leads and participates in the planning and execution of special events on and off campus. Assists in new concept development, equipment analysis and purchasing, service channel and workflow management. Provides excellent communication and interpersonal skills when interacting with culinary staff and management.
Researches new or updated trends and standards in the food service industry through trade journals, food shows, conferences, food brokers and manufacturers, and participation in professional culinary associations. This position provides oversight of the food budget and makes necessary adjustments in response to volume and price fluctuations consistent with attaining unit goals.
This position directly supervises 20 managers and oversee more than 90 professional staff including lead managers, front line managers, retail station cooks, food service workers, and student workers.
Independence and Decision Making
Typically works independently and has the discretion to make daily operational decisions. This position establishes methods and procedures for attaining specific goals and objectives. Has understanding of best practices in the industry, utilizes that in combination with experience to be able to convincingly recommend capital and process improvements throughout Dining Services.
Complexity and Problem Solving
Recognized as an expert in own area within the organization. Requires specialized depth and/or breadth of expertise. Interprets internal or external business issues and recommends solutions/best practices. Solves complex problems; takes a broad perspective to identify solutions.
Description of Specialty
Responsible for production, service, staffing, adherence, and analysis of Dining Services department. Includes preparation, service excellence, leadership training, inclusive service philosophy that reflects pathways for guests with diverse dietary needs including nutrition/allergen, religious, and cultural. Responsible for completion and review of budget estimates, forecasting customers and food volume, costing, inventory and ordering, waste reduction, and financial analyses. Enforces health, safety, sustainability, and sanitation policies and procedures. Provides service oversight with an emphasis on creating a welcoming environment for customers and establishing successful customer recovery and appreciation.
Key Responsibilities
15% Service Excellence

• Displays a guest comes first attitude by training and holding team members accountable for delivering great guest service
• Utilizes several methods to solicits guest feedback to understand guest needs
• Investigates and resolves complaints regarding food quality or service

15% Collaboration

• Supports Director's Efforts
• Ensures positive and transparent relationships with campus camps, events, Athletics, Office of Diversity and Inclusion, Office of Admissions, Housing and Residence Life, Kirby Student Center Event Management, Bulldog Resource Center
• Builds relationships and fosters collaboration with strategic partners on campus, in industry, and fellow colleges and universities
• Models teamwork, collaboration, and positive relationships with all colleagues, departments, vendors, partners, and guests

40% Operational Excellence

• Ensures compliance with Food Safety audits
• Observes and coaches managers and hourly staff
• Creates strategic plans with managers for each guest service and production areas' strengths and opportunities. Creates SMART plans and creates environment for progress and tanglible plans.
• Drives the implementation of programs, menus, and efforts by developing action plans and directly motivating and instructing the unit team to implement them to meet operational and organizational objectives.
• Plans, identifies, communicates, and delegates appropriate responsibilities and practices to team members to ensure smooth flow of operations.
• Creates efficiencies and attractiveness/presentation of service areas. Makes recommendations for equipment purchases.
• Plans, organizes, directs, and controls food preparation and service in a dining services operation which may include more than one unit. This includes food handling, portion sizes, and overall serving and presentation of food. Inspects food for taste, appearance, and consistency.
• Inspects, ensures routine maintenance is performed, and communicates needs for maintenance or repairs of all supplies, equipment in work areas.
• Audits, trains, coaches, and ensures that employees comply with health and food safety standards and regulations.
• Supervises and/or ensures the completion of proactive and responsive food ordering, receiving, waste reduction, product management.

20% Team Management

• Collaborates well with other managers, departments, partners on campus. Listens and communicates well and models warm professionalism to their team.
• Sets goals for the work group, develops organizational capability, and models how we work together
• Interviews, hires, trains, performance manages, coaches, transfers, rewards
• Adjusts employee disputes within University policies and under prevailing contracts as applicable
• Reinforces, coaches, and performance manages standards for personnel performance and guest service
• Establishes systems to create and maintain a great work environment. Set goals, celebrates successes, communicates objectives, acknowledges accomplishments, engages employees.

10% Financial

• Utilizes management information tools and analyzes financial reports to identify and address trends and issues in unit performance
• Report costs, understands budget, responds to budgetary directives
• Learns and utilizes data visualization tools to analyze Dining's data systems

Qualifications
Required Qualifications

• BA/BS degree, plus at least six years of experience in dining and retail operations
• Experience in personnel management including hiring, supervision, evaluation, training
• Demonstrated knowledge of operational standards, human resources and fiscal management
• Proficiency in basic computer applications (Google Suite, Microsoft Office, Word & Excel)

Preferred Qualifications

• Expert knowledge in food preparation, special needs, and sanitation regulations.
• Advanced knowledge in food preparation, culinary trends, vegetarian, vegan and special dietary needs, allergy awareness and sanitation regulations.
• Advanced verbal and written communication skills, and active listening, dynamic flexibility, critical thinking, and ability to multitask.
• ServeSafe certificate
• Knowledge of CBORD software or similar web based system
• Ability to develop training tools for a multi-faceted dining services workforce to include safety, customer service, job skills training and new employee orientation.
• Strong demonstrated experience as a trainer, especially related to the dining service and/or hospitality field

Benefits
Working at the University
At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.
The University also offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Scholarship
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost

Please visit the Office of Human Resources website for more information regarding benefits.
How To Apply
Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
**Cover letter and resume are required.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.
Diversity
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu
Employment Requirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
About the U of M
University of Minnesota, Duluth (UMD)
The University of Minnesota, Duluth (UMD) consistently ranks among the top Midwestern, regional universities in U.S. News and World Report's "America's Best Colleges" issue.
Overlooking Lake Superior, UMD provides an alternative to both large research and small liberal arts environments and attracts students looking for a personalized learning experience on a medium-sized campus of a major university. A firm liberal arts foundation anchors a variety of traditional degree programs, as well as professional and graduate students that draw on UMD's many research institutes and labs.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).